I’ve been fighting with Verizon for almost three weeks over getting my DSL hooked up, and it has been a thoroughly unpleasant experience. The biggest problem I’ve had with them is their inability to give me any useful information. I was promised phone-updates four or five times, each bu a different agent (or supervisor), and I never received a single call.
That whole process is another story that I’ll save for a later date. at least the DSL is finally working, so I decided to us their online chat to ask a simple question about upgrading to a faster speed (one of the technicians they sent out to try to get it working said that I should be able to get a faster connection at my address than their system indicated). I upload large files to clients, so a better upstream connection would be great.
It wasn’t meant to be — the poor customer service and lack of information continued. This would have been a one-answer session (maybe two) if “Danny” had just given me the information I asked for. Instead, I had to ask the same question three times, and ultimately have him disconnect the chat without fully addressing my issue.
Here’s the full chat log, as a warning to anyone who tries to ask a simple question of Verizon’s sales or support reps. Do you think “Danny” helped me “How can I help you experience the cutting-edge technology of our High Speed Internet” ? I don’t.
We are routing you to a chat representative. Thank you for contacting our Verizon High Speed Internet department. Your average wait time is 6 seconds. Ask about our first month FREE offer when you order online.
You are now chatting with Danny.
Danny: Hello. Thank you for visiting our chat service. How can I help you experience the cutting-edge technology of our High Speed Internet?
you: I’m trying to find out what the upload speed is on your 7mbps DSL package. I signed up for the 3mbps because that was the fastest option listed, but technician who came out to get it working said I was close enough to the office that I could get 7. Unfortunately, I can’t find speed or pricing information on your site about that package. Can you provide that information?
Danny: When you pre-qualify your telephone number for High Speed Internet service, the website will tell you the plans available to you and maximum speed for which your number qualified.
Danny: So you will get the speed which you are getting on your page after checking availability.
you: I understand that, but the technician who came out said the website information was inaccurate for my address. Can I get the upload speed number from you, and pursue the option of upgrading the speed with a phone agent at a future time?
Danny: I would suggest you to contact local Verizon business office to upgrade the service. I am online sales representative and can help you in ordering new service here online.
you: I understand that. I am just looking for a simple piece of information. Can you please provide me with it? I would like to know what the upload speed is with the standard 7mbps plan that is available to some of your customers (even if I am technically not one of them according to your system).
Danny: You would get 768 kbps upload speed with that plan, if that plan is available at your location.
Danny: Do you have any other questions I can help you with?
you: Thank you for that information. So the upload speed doesn’t change with the faster download at that level? I would mainly be upgrading for the upload speed…
you: Is there any way to get a faster upload speed?
Danny: Yes, that’s right. I hope I have resolved your reason for contacting us today. Thank you for using Verizon’s chat service. If you have any additional questions, please do not hesitate to contact us again.
Your chat session has been terminated by the Verizon High Speed Internet chat representative.